医院住院护理服务质量:SERVQUAL模型方法
Sitti Rahmatia1, Muhammad Basri1, Ismail Ismail1
1Department of Nursing, Makassar Health Polytechnic, South Sulawesi, Indonesia.
Health SA = SA Gesondheid
|October 10, 2025
概括
患者对住院服务的满意度受到同理心,保证和响应能力的显著影响. 改进这些关键领域可以提高整体患者体验和医院绩效.
科学领域:
- 医疗保健服务研究 医疗服务研究
- 患者体验管理 患者体验管理
- 医院质量改善 医院质量改善
背景情况:
- 住院医疗保健的质量是患者满意度的关键决定因素.
- 患者对医院性能和可访问性的看法是由他们与医疗保健服务的经验所塑造的.
研究的目的:
- 为了检查印度尼西亚巴塔拉锡安医院的住院服务对患者满意度.
- 评估SERVQUAL模型尺寸对患者满意度的影响.
主要方法:
- 一项涉及267名年龄在25-50岁之间的住院患者的横截面观察性研究.
- 通过基于SERVQUAL的问卷收集的数据评估了可触摸性,可靠性,响应性,保证性和同理心.
- 用描述性和多重线性回归分析来确定每个维度的影响.
主要成果:
- 所有五个SERVQUAL维度都显著影响了患者的满意度.
- 共感表现出最强的影响 (β = 0.629),其次是自信 (β = 0.502) 和响应能力 (β = 0.479).
- 总的来说,SERVQUAL尺寸解释了患者满意度差异的67.7%.
结论:
- 提高同情心,保证和响应能力是显著提高患者满意度的关键策略.
- 医院应优先考虑以患者为中心的沟通,员工能力和响应能力,以优化患者体验和培养信任.
- 这些发现为医疗保健管理人员和政策制定者提供了切实可行的策略,以提高住院服务质量.
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